Feedback and Complaints

We value your opinion and are committed to providing the highest quality of care. Your feedback is essential in helping us enhance our services. Whether you have compliments or concerns, we encourage you to share your experience with us. Thank you for completing this form and contributing to the ongoing development of our services.
We are committed to addressing and resolving complaints promptly. You will be contacted regarding the progress and resolution of your complaint.

Feedback and complaints form

Your name(Required)

First Last

Your contact number:(Required)

Your contact email(Required)

If you are complaining on behalf of someone else, please give the details of the person the complaint is regarding. Please include your relationship with the person:(Required)

Select all that apply:(Required)

Description of complaint/concern: (Provide full details of person(s) involved)(Required)

Please include dates and full names where possible.

Please provide the date of the incident

Please provide the name of facility where the person this complaint relates to resides

How would you like to see this matter resolved?(Required)

Please upload any additional documentation, or other files that can help us to resolve the matter

Drop files here or

Max. file size: 256 MB.

Additional comments/feedback:

When you use a health or disability service in New Zealand, you have the protection of a Code of Rights.

The Code of Health and Disability Services Consumers’ Rights provides the following 10 rights:

You have the right to:

be treated with respect
be treated fairly
dignity and independence
have good care and support that fits your needs
be told things in a way you understand
be told everything you need to know about your care and support
make choices about your care and support
have support
decide if you want to be part of training and research or not take part
make a complaint

For More information on the code and your rights, please visit the Health and Disability Commission’s website: https://www.hdc.org.nz/your-rights/the-code-and-your-rights/

After you lodge a complaint

Once you’ve lodged a complaint:

we will acknowledge your complaint within 5 working days.
We will contact you for more information.
We will approach all complaints with an open mind, listen and treat each complainant as an individual and with courtesy and respect.
We will try to resolve your complaint quickly.
You will receive a written response, remedies and resolution as soon as practicable.
The complaint resolution process usually takes 20 working days, to allow us to gather all the necessary information, consult with relevant parties and fully investigate the incident.

What to do if you’re not satisfied after making a complaint

If you feel your complaint is not resolved to your satisfaction, you can contact the Health and disability commissioner (HDC). This is an independent service that will help investigate or resolve the complaint. You can click on this link to find out how to make a complaint to the HDC https://www.hdc.org.nz/making-a-complaint/